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SPARC Senior Service Analyst

1 month ago

Brentwood, United States CFA Institute Full time

About the Position:

This Senior Service Analyst position is focused on providing assistance, education, and support to our clients. It involves ensuring there is a clearly defined process for escalating issues when necessary. Our clients reach out to the SPARC team when they require help or guidance. To resolve inquiries, the path the SPARC takes is much like a 'sandwich'; The top - what is the issue needing resolution? The middle - What is the cause? The bottom - Identify a solution to resolve the problem

This position reports to the SPARC Supervisor.

Essential Duties and Responsibilities: Respond to emails from Operations requesting assistance with Accounting related questions or issues Answer incoming calls and assist clients Research and document 'what went wrong' Strong desk level understanding of workflows to manage own work, support the team, and deliver training to staff Determine assistance needed and follow the path to resolution Follow up to make sure end-result is obtained Work with the Accounting units to ensure that requests are completed Document the case and assure that fields are completed correctly and timely in the SPARC ticketing system Duties as otherwise assigned

As the Senior of the team: Monitor case count of their team and reassign cases as necessary Develop best practices for the team Establish regular connection with respective team members for collaboration/discussion and solutions Mentor, train and answer questions from other team members Interact with leaders of acquisitions to identify special handling, servicer training needs, etc. Report any observable trends Responsible for documenting any special handling processes and any other nuances the team may need to know Report any workflow or personnel issues to the SPARC Supervisor

Essential Traits and Experience High School Diploma Required 2+ years of experience in insurance accounting directly related to Premium Payables or Direct Bill Strong experience in Microsoft Excel Excellent verbal and written communication skills Strong Customer Service Skills and enjoy working with people Understand that teaching someone how to find the answers is more important than just providing the answer Strong analytical, critical thinking and problem-solving skills Good eye for detail Be able to work independently and provide results Experience in a shared services accounting environment preferred Insurance brokerage experience preferred Work well with a remote team

Other: Position is hybrid Must have an efficient and quiet workspace in your home Must be available to take calls when in the office and at home Preferred candidate will live within driving distance of a SPG office

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